Customer Success Operations, Senior Program Manager

Business Unit: Cubic Transportation Systems Company Details: When you join Cubic , you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners. We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic .com. Job Details: Job Summary The Customer Success Operations Senior Program Manager is an experienced individual contributor responsible for leading and executing complex, high-impact operational programs across the Customer Success organization and its cross-functional partners. Reporting to the Customer Success Operations Senior Manager, this role operates with a higher degree of autonomy than a Program Manager, owning more complex program portfolios, driving strategic improvement initiatives, and providing informal guidance to less experienced team members. The Senior Program Manager is a subject matter authority on how Customer Success operates, using that expertise to design better processes, elevate reporting quality, and drive cross-functional alignment across Global Tech Ops, Financial Services, Data Analytics, and Business Operations. This role is accountable for ensuring that the programs it owns deliver measurable outcomes and that the operational standards they produce are adopted, embedded, and sustained across the organization. Key Responsibilities Senior Program Ownership & Execution - Own end-to-end execution of a portfolio of complex operational programs, managing scope, milestones, dependencies, risks, and deliverables with a high degree of independence. - Lead programs that span multiple functions, regions, or workstreams, maintaining clarity on priorities and driving timely resolution of blockers and risks. - Anticipate issues before they escalate; develop and execute mitigation plans and bring recommendations rather than just problems to the Senior Manager. - Serve as a senior point of continuity for programs, ensuring context, history, and progress are well-documented and transferable. - Contribute to the definition of program scope and objectives, not just execution of defined plans. Process Design & Operational Standards - Design, build, and improve core operational processes, playbooks, SOPs, and governance frameworks for assigned program areas, with a focus on scalability and long-term adoption. - Identify patterns across programs and functions that point to systemic process gaps; propose and lead improvement initiatives that address root causes, not just symptoms. - Ensure process documentation is accurate, accessible, and actively used rather than archived; lead periodic reviews to keep materials current. - Act as a senior voice in shaping how Customer Success standardizes its ways of working, contributing to decisions that affect the broader team. Reporting, Governance & Insights - Produce high-quality operational reporting for assigned programs, including performance metrics, risk summaries, trend analysis, and actionable insights for leadership. - Lead preparation of Monthly Operating Review (MOR) materials and other governance inputs, ensuring pre-reads are data-accurate, narrative-strong, and decision-ready. - Identify opportunities to improve the quality, consistency, and efficiency of reporting across the team; bring recommendations to the Senior Manager. - Track and drive cross-functional action items through to closure, maintaining accountability at the right levels and escalating delays with context and proposed resolution. Cross-Functional Coordination & Influence - Lead cross-functional working groups and coordination forums for assign